Sr. Technical Services Representative
Taco, Inc.
Support technical queries for Taco HVAC products, assist customers, and aid continuous improvement.
15 days ago ago
Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Cranston, RI
Hybrid
Company Size
500 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Residential
Commercial
Agriculture
Mining
Industrial
HVAC
Plumbing
Marine
Role
What you would be doing
trend reporting
field returns
site visits
crm documentation
technical support
product warranty
- Participates in Product Captain Program as a Product Captain or alternate for one or more products.
- Generates trend reports on data from CRM database.
- May coordinate, disposition, and contribute to analysis of field returns for the purpose of communicating issues to Product Managers and/or Engineering Departments. Ensures that returned product is analyzed, documented, and properly reported and delivers results and feedback to Quality Assurance and/or Engineering departments when applicable.
- May participate in field site visits to gain deeper understanding of residential and commercial products, field returns, and general field tech support.
- Follows safety protocols at all times at company locations and on field site visits, including wearing the appropriate PPE and performing observation and/or services under guidance of licensed and/or certified professionals.
- In extenuating circumstances, has the authority to replace product out of warranty within allowable amounts in accordance with the company warranty policy and as directed by Supervisor and/or Manager of Technical Services.
- Observes team members as they participate in engineering lab testing.
- Thoroughly documents customer interaction data in Customer Relationship Management (CRM) database.
- Maintains understanding of Taco’s residential and commercial products.
- Provides customer feedback and trends to team members and Technical Services management in order to contribute to continuous improvement initiatives. Participates in other continuous improvement initiatives.
- Utilizes internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues.
- Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website.
- Addresses residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
- Fosters conditions that allow people and communities to reach their full potential
- Participates or assists with troubleshooting for residential and commercial products as needed.
- Participates in the installation and/or tracking of Alpha and Beta products for field testing.
- Receives assistance and guidance from Specialists regarding escalated or more complex questions.
What you bring
associate degree
4+ years
hvac
microsoft office
customer service
troubleshooting
- Ability to articulate technical knowledge in simple, succinct manner based on audience needs
- 4+ years of experience in general mechanical, HVAC, electrical, plumbing or related fields
- Understands how to navigate internal resources for residential and commercial product questions with assistance from team members.
- Associate degree in Mechanical or Electrical Engineering or related field
- Knowledge of Taco’s residential and commercial products
- Case entry volume within established set goals
- Ability to understand customer needs and respond to provide exceptional customer care and work to resolution
- High School Diploma or equivalent
- Familiarity with wireless connectivity and other advancements that can impact HVAC/hydronic application systems
- Approximately 5% travel required to active construction sites and Taco customers
- Good verbal and written communications
- Excellent skills in customer service
- Ability to professionally manage difficult customer interactions
- Knowledge of Microsoft Office tools (Outlook, Excel, Word)
- Accurate use of internal resources within a timely manner
- Strong organizational skills
- Is mindful about family, health and well-being
- Ability to multi-task while communicating with a customer
- Maintained/improved positive Voice of Customer survey grades for Technical Services
- Working knowledge of the application and troubleshooting of residential and commercial HVAC/hydronic products
- Offers tuition reimbursement, career development, and on-site training programs in our learning center
- Provides competitive salaries and benefits
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
1920
Year Founded
The company was established in 1920, marking its journey as a century-old innovator in hydronic flow-control systems.
- It engineers pumps, valves, tanks, heat exchangers and electronic controls for efficient water-driven solutions.
- Originally focused on HVAC heating and cooling, it rebranded and diversified into plumbing, agriculture and industrial markets.
- With global operations spanning North America, Europe and Asia, Taco claims a strong presence across diverse sectors.
- Landmark projects include high‑efficiency ECM circulators (00e Series) and smart plumbing systems delivering instant hot water.
- Strategic acquisitions—like Italian pump maker Askoll—expanded its reach into European hydronics.
- Its Hydroflo division supplies robust pumps for irrigation, mining and agriculture, standing out in non‑comfort markets.
- A privately held, family‑owned manufacturer, it blends U.S. production with global scale and tailored engineering solutions.
- People First: We value every relationship. Within our team and among our customers.
- Do The Right Thing: Integrity is the foundation for everything we do. So we do what is right — even when no one is watching.
- Always Optimistic: We look at things with a positive eye and an open mind and always try to see the good in something first.
- Authentic: We celebrate all of the nuances that make us unique. For it's our differences that make us thrive and do better when together.
26% Improvement
Building Performance
Achieved a 26% improvement in baseline building performance at the LEED Gold certified Innovation Development Center.
35% Green Power
Green Power Purchase
Purchased 35% green power for both the Innovation Development Center and Distribution Facility.
75% Waste Diverted
Construction Waste
75% of construction waste was diverted from landfill at the Innovation Development Center.
0% Net-Zero
Net-Zero Target
Currently, no publicly stated net-zero target date is available.
- Committed to being good environmental stewards: 'obligated to respect the environment, to protect it, and help restore it in whatever way we can through the choices we make as a company.'
58% Female, 42% Male
Gender Diversity
The employee population reflects a balanced gender distribution with 58% female and 42% male representation.
50% White, 32.5% Hispanic/Latino, 9.2% Black/African-American, 4.9% Asian
Ethnic Diversity
The employee population reflects a diverse ethnic composition, including significant representation from multiple communities.
Turnover <1%
Employee Retention
The company maintains a low employee turnover rate, significantly below the industry average.
- Provides tuition reimbursement, career development, on-site training, and a global Manager Development Program in partnership with DDI/DiSC.
- Affirms equal opportunity in hiring regardless of race, gender, sexual orientation, gender identity and expression, age, disability or veteran status.
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